Job Responsibilities & requirements

• Face to the business for operational services and the initial single point of contact and escalation for operational service issues.

• Change control procedure and processes are in place. Ensures releases and changes are delivered in a controlled and agile manner.

• Computerized System Validation (CSV) compliance guidelines and procedures are followed where applicable.

• Responsible for driving continuous improvements to facilitate 'good enough' team output and elevating overall service experience.

• Regular service reports to IT management and business clients are issued

• Input and guidance to cross-functional and cross-regional communities of practice is

  provided out of the service units, increasing and spreading knowledge and skills

• Lead positions are expected to handle high complexity of solution landscape, mission- criticality and service levels of solutions, service delivery model and stakeholder

  landscape Key Competencies

• Passionate about learning, sharing and further developing “best practice” and embed it

  as “next practice” to achieve greater impact

• Exhibits servant leadership behavior, self-aware leader and a flexible team-player in a

  multi-cultural environment

• Agile competencies: having a growth mindset, knowing yourself, being courageous and

  get connected Mandatory Skills

• Expert in the discipline of IT Service Management.

• Certified in ITIL V3/V4

• Possess a combination of analytical thinking, hands-on problem solving, and a customer-

  service mindset

• Stakeholder management

• Good communication skills

• Life sciences industry and commercial process, solution, application and system

  knowledge preferred

• Bachelor's degree in computer science, information systems or a related study (or

  equivalent project-related experience).

• A minimum of 15 years of experience in IT Service Management